Remote Support Services

PI’s After-Sales support team, will provide remote support and guidance for any customer, for any PI product purchased through an authorised PI dealer.

Support requests for products still under warranty (this includes any warranty extensions) are prioritised ahead of products, where the warranty period has expired. With PI’s extended warranty options, customers can benefit from this priority service for up to 5 years from date of purchase. With warranty extensions, it is possible that a product could still be under warranty but the product line be discontinued from production. Prioritised product support will still apply in these cases.

PI reserve the right to charge for remote support if the time invested exceeds 8 working hours on a single support request for an out of warranty case.

From time to time, product lines are discontinued and superseded by enhanced technologies. PI will continue to support customers for a period of 2 years after product discontinuation. After this point, PI will provide reasonable support for a limited period.

PI will always offer the option of repairing a non-functional product for any out-of-warranty repairs up to the date where it becomes officially discontinued. Thereafter, PI will continue to make reasonable efforts to source the necessary materials and components in order to perform the repair.

Contact us now to engage one of our post sales product support specialists.

Contact us

Software Download for Remote Services

An online session via web client is often the most convenient way to clear technical issues.

The software is available for download here:

FastClient for Windows

FastClient for Mac

Support Statement

  • PI’s After-Sales support team will always provide remote support and guidance for any customer, regardless of the age of the product.
     
  • Support requests for products still under warranty (this includes any warranty extensions) are responded to, ahead of products where the warranty period has expired. With warranty extensions, it is possible that a product is still under warranty although the product line has been discontinued from production. Product support still applies in this case.
     
  • PI reserve the right to charge for remote support if the time invested exceeds 16 working hours on a single support request. Customers subscribing to PI’s Express support services, benefit from unlimited remote support for products under warranty.
     
  • Once a product has been discontinued for more than 2 years and no longer covered under an active warranty contract, PI will consider that product line as no longer supported. However, in the best interest of PI’s customers, PI will continue to provide reasonable support for a limited period.
     
  • For out-of-warranty repairs, PI will always offer the option of repairing a non-functional product, up to the date where it becomes officially discontinued. Thereafter, repairs will be dependent on whether PI is able to economically source the necessary materials and components in order to perform the repair.